Ramika Goel

Experience

1. Regional Consumer Relations Manager -soa

   Reckitt

   Sep 2014 — Present · Gurgaon, IN

   Leadership for Consumer Relations in South East AsiaLaunched Global CRM in India and ensured that the implementation is smooth and followed by the 3rd partyEnsure all contacts are handled quickly, efficiently and to the consumer’s satisfaction• Ensure Adverse Events are managed properly• Ensure in-house country Consumer Relation teams follow RB procedures• Oversight of Call Centre activities to ensure KPI’s are achieved• Manage cost per contact: call centre costs + reimbursement• Develop FAQ’s for NPD launches on regional launches or when lead country for launchMinimize Business Risk• Quickly identify emerging trends and notify the business• Ensure all serious consumer issues are resolved to minimize litigation and potential adverse media exposure• Protect brand image by effectively managing escalations to mitigate negative brand publicity• Manage media publicity according to local policy Pharmacovigilance and Cosmetocovigilance • Ensure healthcare contacts are handled appropriately and escalated according to procedureDrive continuous improvement to fix big consumer issues• Root cause analysis of product issues, ensure action plans are in place, own the issue until resolution• Report top issues to senior management

Education

• Bareilly College

  Bachelor's Degree, Science

  1991 — 1994

• Delhi Productivity Council

  Master of Business Administration (M.B.A.)

  1994 — 1996

Skills

• Team Management
• Competitive Analysis
• Business Strategy
• Consumer Relations
• Business Planning
• Strategic Planning
• Employee Engagement
• Cross-Functional Team Leadership
• Team Building
• Vendor Management
• Customer Service
• Fmcg
• Supply Chain Management
• Leadership